Frequently Asked Questions
Everything you need to know before and after your purchase.
❓ FAQs
Q: How long does shipping take?
A: Delivery estimates are provided in our Shipping Policy and may vary by carrier.
Q: Do you offer free shipping?
A: Yes. THONIV currently offers Free Standard Shipping on US orders. See our Shipping Policy for details.
Q: How can I track my order?
A: Once your order ships, you will receive a tracking number by email. You can also track it on our “Track Your Order” page.
Q: What payment methods do you accept?
A: We accept major payment methods including credit/debit cards, Apple Pay and Google Pay.
Q: Is my payment information secure?
A: Yes. All payments are processed securely through trusted third-party providers. We do not store your payment details.
Q: What is your return policy?
A: We offer a 30-day return policy. Return eligibility and product-condition requirements are governed by our Returns & Exchanges Policy.
Q: How do I request a refund?
A: Contact us at support@thoniv.com with your order number, and we will guide you through the process.
Q: Do you cover return shipping?
A: Approved returns are handled according to our Returns & Exchanges Policy, including any applicable return-shipping instructions.
Q: Are your products ergonomic?
A: Yes. THONIV products are designed to improve comfort, reduce strain, and enhance productivity for long hours of work or gaming.
Q: Are your products compatible with all setups?
A: Most of our products are designed to be universally compatible with standard desks, keyboards, and devices.
Q: Do RGB products require software?
A: No. Our RGB mouse pads typically feature plug-and-play functionality with built-in lighting modes.
Q: How can I contact customer support?
A: You can contact us anytime at support@thoniv.com. We typically respond within 24–48 hours.
Q: What if my order arrives damaged?
A: Please contact us within 48 hours and include photos. We will resolve the issue quickly at no extra cost.